Technical Support Specialist

1 day ago


New Bedford, Massachusetts, United States Werfen Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Werfen. As a key member of our customer support team, you will provide technical assistance and troubleshooting to customers and field personnel in a call center environment.

Key Responsibilities
  • Provide first-line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve customer issues.
  • Maintain accurate records of all customer interactions as per Quality System requirements.
  • Follow procedures to escalate unresolved issues as appropriate.
  • Participate in on-call rotation and coverage during off-shift hours/weekends/holidays as required.
  • Demonstrate technical knowledge through providing assistance and guidance to other team members, including escalation assistance.
  • Participate in additional projects as assigned by Technical Support Management.
Requirements
  • Bachelor's degree in Biology, Medical Technology, Biomedical Engineering, or a related field, or equivalent experience required.
  • Minimum three years of experience in a clinical setting or clinical support role in a regulated environment required.
  • Strong knowledge of Hemostasis/QC, Acute Care Diagnostics, Autoimmunity, and Transfusion required.
  • MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
  • Minimum two years Blood Banking experience, required.
  • Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred.
Skills and Capabilities
  • Ability to troubleshoot and diagnose technical problems with minimal assistance.
  • Strong organizational skills and ability to multi-task.
  • Ability to work under pressure and exercise good judgment.
  • Strong verbal and written communication skills with a continuous focus on positive and collaborative approach.
  • Strong customer service and interpersonal skills.
  • Proficiency in Microsoft Windows operations systems and Office Applications.
Travel Requirements

Up to 5% travel required.



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